First Response Time

First Response Time (FRT) measures how long a customer has to wait for the first substantive response after submitting a question. It is one of the most critical metrics in customer service, because speed directly correlates with customer satisfaction.

Research shows that customers have increasingly high expectations: for live chat and WhatsApp, they expect a response within minutes, for email within a few hours. The faster you respond, the greater the chance that the customer is satisfied, regardless of whether the problem is immediately resolved.

Lowering your FRT can be achieved in several ways: by deploying an AI chatbot that responds instantly, by using smart assignment rules that place questions with the right agent, and by using templates and quick replies for frequently asked questions.

Bugalou helps you lower your FRT with an AI chatbot that instantly responds to frequently asked questions, automatic routing that places tickets with the right team, and a clear inbox where your team can switch quickly. In your dashboard, you monitor FRT per channel and per agent.